ChurnZero Reviews & Product Details

The health scoring metrics and flexibility to integrate usage statistics within our platform into the overall health evaluation of our customers are fantastic and not something i had access to in my old role. This ability has meant aggregating customers is far easier, streamlined and scalable. Review collected by and hosted on G2.com.

The health scoring between parents and children accounts is tricky to navigate and to ensure the system shows a correct churnscore.

Specifically, when averaging a churnscore across child churnscore across multiple children, excluding the parent from this average churnscore is quite unhelpful. Review collected by and hosted on G2.com.

I love the overall interface of ChurnZero and how easy it is to learn and use the platform. The various filters to create segments helped me a lot when I was new to ChurnZero, especially in creating my own segments. The initial setup was not hard at all, as it was easy to understand and use. I also like that I've integrated ChurnZero with Outlook and Calendar. Review collected by and hosted on G2.com.

Well the ChurnScore aspect of an account can be better, on what bases the ChurnScore can be calculated. Review collected by and hosted on G2.com.

Because it's a CS tool built by CS experts, it's structured to be useful and intuitive to those in the role. For a fledgling CS team, this has been invaluable in guiding us down the right path. Our assigned CSM on the CZ side has been a tremendous resource as well, using his experience with the tool and his years in the software industry and customer success in general to help us make the right decisions for our organization. Our CSM ensured that the implementation was seamless and easy for the team, that training was completed, and continues to assist regularly when we have questions or concerns. This connection and reliability means that our CS team lives and breathes in CZ and are in the application every day. Review collected by and hosted on G2.com.

From an operations perspective, I find that the reporting is not very intuitive, and I often have to create multiple dashboards to get the data I want. I love the in-built Salesforce integration but would love more plug-and-play connections to some of our other tools, like monday.com, Clockify, and even Slack. Review collected by and hosted on G2.com.

I appreciate the automation, user-friendly interface, and the convenience of having all my account information accessible in a single dashboard. The playbooks have been especially helpful for managing recurring communications. ChurnZero has become the tool I rely on most for my daily tasks. Our Success Manager, Elise, is excellent at providing education and solving problems. I genuinely enjoy our interactions, and I always leave each call with actionable to-dos and real solutions. Review collected by and hosted on G2.com.

I would love to see more reporting functions available within our plan. I am looking to integrate my Fireflies AI into the notes section and our internal product feedback tool to help inform overall customer sentiment. Review collected by and hosted on G2.com.

ChurnZero has been a huge help in getting my technical team focused on actual customer-facing work instead of digging through dashboards all day. We leaned heavily on Plays, which made it really clear what needed attention and let my team spend their time doing the work rather than interpreting metrics.

It also gave us visibility into our active projects without anyone feeling like they were being micromanaged or forced to update the same information in a dozen different places. For a team juggling a lot of moving parts, that mattered. Review collected by and hosted on G2.com.

On the downside, the no-code reporting can get pretty heavy if you have complex or layered requirements. And when my board wanted raw data exported into Excel to blend with other systems, it was harder than it should be to get something clean and reliable. It sounds like some of the newer AI-driven outbound connections may solve that, but it wasn’t quite there yet when we needed it. Review collected by and hosted on G2.com.

I like ChurnZero's email automation functionality, especially how easy it is to build emails and the depth of customer segmentation. The email automation allows us to create workflows consisting of an email series with informative content that educates customers and empowers them to use our products more effectively. The customer segmentation sophistication is impressive as it permits a lot of customization and parsing of customer profiles based on different variables, like plan type, length of time as a customer, and our features' use. Review collected by and hosted on G2.com.

The UI could be improved for sure; it feels a bit outdated and hard to navigate at times. Specifically, the use of 'playbooks' doesn't automatically connect in my mind with what this tab actually is, i.e. automated email workflows and one-offs. It feels like the platform opted for fancy sounding names over readily understood ones that any user could grasp. Review collected by and hosted on G2.com.

CZ has been helping a lot with all the information that I need from the accounts I'm handling -- specifically regarding the usage report. One big part as well is the integration with SF and email, I can easily point out the payment status and the email exchanges from the entire account.

Lastly, the custom tables, I like it that it remembers that I don't want all headers to load and that I prefer some collapsed ones. Review collected by and hosted on G2.com.

Nothing really much after the recent update. Review collected by and hosted on G2.com.

I like ChurnZero because I can literally customize everything I need within the tool. I also find the service from our account manager exceptional. The initial setup was very smooth, and their follow-up is done closely. Additionally, I can have a very complete view of the company's customer portfolio and the history of all customers' journeys, as well as manage information globally and specifically by company. I also like being able to automate simple tasks that take up time. Today we can have analyses that were previously missing in the system we used before. Review collected by and hosted on G2.com.

I think it's a system that has so many features, presents so many possibilities, that end users sometimes get confused with so many possibilities and screens. Review collected by and hosted on G2.com.

I like the customer account management database in ChurnZero. It's accessible and provides crucial information related to the accounts, reporting, and serves as a tool to identify areas where we're lagging, like renewals and incident tickets. I appreciate the customizable reporting feature which lets me adjust reports to my needs, including Segments, account growth, and Account health score. This keeps us in control and helps us prioritize our actions for specific accounts. The initial setup was easy, which was a plus for my team. Review collected by and hosted on G2.com.

Sometimes there's a sync failure with the integrated solution or tool, like Salesforce. Some fields or information still don't reflect the changes when done. Review collected by and hosted on G2.com.

There is a lot to appreciate here. The user interface is clean and intuitive, making it easy to navigate. As admins, we find it simple to use, which helps us work efficiently and spend less time on configuration, allowing us to focus on other projects and initiatives. The platform provides a comprehensive view of the customer and integrates well with our existing tech stack. Additionally, the rapidly evolving roadmap consistently delivers new, useful features and enhancements that are almost entirely free of bugs. Review collected by and hosted on G2.com.

At times, there are limitations on certain features that render them unusable for our needs. For instance, the default 'my dashboard' isn't accurate for us because it relies on fields that we don't utilize. It would be much more helpful if we could configure this feature to better suit our business and make it truly useful. Review collected by and hosted on G2.com.